Senior Software Engineer

Job description

**About This Role** Wells Fargo is seeking a Senior Software engineer.We are looking for a highly skilled **Senior Software Engineer specializing in ServiceNow ITSM with AI/ML expertise** to design, develop, and implement scalable, intelligent IT Service Management solutions. This role combines deep platform engineering with advanced automation and AI capabilities to enhance service delivery, improve user experience, and enable data-driven decision-making. **In This Role, You Will** - Lead moderately complex initiatives and deliverables within technical domain environments - Contribute to large scale planning of strategies - Design, code, test, debug, and document for projects and programs associated with technology domain, including upgrades and deployments - Review moderately complex technical challenges that require an in-depth evaluation of technologies and procedures - Resolve moderately complex issues and lead a team to meet existing client needs or potential new clients needs while leveraging solid understanding of the function, policies, procedures, or compliance requirements - Collaborate and consult with peers, colleagues, and mid-level managers to resolve technical challenges and achieve goals - Lead projects and act as an escalation point, provide guidance and direction to less experienced staff ****Required Qualifications:**** - 4+ years of Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education ****Desired Qualifications:**** - Bachelor's or Master's degree in Computer Science, Engineering, or related field. - 4-8+ years of software engineering experience. - 3-5+ years of hands-on ServiceNow ITSM development. - Proven experience with AI/ML-enabled automation or analytics solutions. Technical Skills - Strong expertise in: - ServiceNow ITSM modules - JavaScript (server-side & client-side) - ServiceNow scripting APIs - Experience with: - Predictive Intelligence / Virtual Agent - Flow Designer, IntegrationHub - REST/SOAP integrations - Knowledge of: - CMDB and Discovery - ITIL processes - Agile/DevOps practices - Familiarity with: - AI/ML concepts (NLP, classification models, predictive analytics) - Cloud AI services (Azure/AWS) Certifications (Preferred) - ServiceNow Certified System Administrator (CSA) - ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM) - CAD Soft Skills - Strong analytical and problem-solving abilities - Excellent stakeholder communication skills - Ability to thrive in fast-paced Agile environments - Leadership and mentoring mindset **Job expectations:** **2. Platform Configuration & Integrations** **3. AI/ML & Intelligent Automation** **4. Architecture & Best Practices** **5. Production Support & Troubleshooting** **6. Collaboration & Agile Delivery** **7. Continuous Improvement & Innovation** **Posting End Date:** - ServiceNow ITSM Development - Design, develop, and implement solutions across ServiceNow ITSM modules (Incident, Problem, Change, Request Management). - Customize applications using: - Business Rules, Client Scripts, UI Policies & Actions - Script Includes - Flow Designer / Workflow Editor - Build and maintain Service Catalog items, workflows, and automations. - Configure and manage: - CMDB, SLAs, Notifications, Reports, and Dashboards - Develop integrations with enterprise systems using: - REST/SOAP APIs - IntegrationHub - MID Server - Ensure data integrity and consistency across integrated platforms. - Design and implement AI-powered ITSM capabilities using: - Predictive Intelligence - Virtual Agent (chatbots) - Agent Assist - Now Assist / GenAI features - Develop machine learning models for: - Incident classification and prioritization - Smart ticket routing and triaging - Change risk prediction - Enable predictive analytics and AIOps use cases, including: - Incident trend forecasting - Problem identification - Proactive issue detection - Implement intelligent automation workflows to reduce manual effort and improve efficiency. - Configure and optimize Virtual Agents and conversational AI for: - Self-service fulfillment - Knowledge-based responses - Ticket deflection - Utilize NLP capabilities for: - Auto-summarization of incidents - Sentiment analysis - Smart search and recommendations - Integrate ServiceNow with external AI/ML platforms (Azure AI, AWS ML, etc.) where needed. - Monitor and improve model performance, accuracy, and bias, ensuring reliable outcomes. - Collaborate with data teams for dataset preparation, model training, and validation. - Ensure adherence to AI governance, security, and data privacy standards. - Translate business requirements into scalable and maintainable technical designs. - Follow ServiceNow best practices for development, performance, and security. - Participate in architecture reviews and contribute to platform standards. - Provide L2/L3 support for ITSM applications. - Troubleshoot and resolve performance issues and platform defects. - Conduct root cause analysis and implement preventive solutions. - Work closely with product owners, architects, and business stakeholders. - Participate in Agile/SAFe ceremonies (PI Planning, sprint planning, standups). - Mentor junior engineers and conduct code reviews. - Identify opportunities to introduce AI-driven improvements in ITSM processes. - Drive adoption of AI-first ITSM practices. - Stay current with ServiceNow releases and AI roadmap (e.g., Now Assist, GenAI capabilities). - Champion innovations like: - Autonomous incident resolution - Intelligent change automation - Proactive alert correlation 27 Jun 2026 - Job posting may come down early due to volume of applicants. **We Value Equal Opportunity** Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientat